Last Updated: August 3, 2026
Thank you for choosing 302CleanIt. These policies explain how our quotes, payments, scheduling, services, and satisfaction guarantee work.
All cancellations, pricing questions, complaints, scope changes, refund requests, and other important communications must go through the 302CleanIt office.
By booking or receiving service from 302CleanIt, you agree to the terms below.
Quotes provided online or by phone are estimates based on the information available during booking. The quoted price will generally remain the same. However, if new information or conditions at the property show that the work required is substantially greater than anticipated, 302CleanIt may revise the price or scope. This may include excessive buildup, pet hair, clutter, belongings, trash, food, construction dust, debris, heavily soiled appliances or fixtures, or other conditions not accounted for in the original quote.
Only services included in the quote or booking confirmation are included. Additional or specialty work must be approved by the 302CleanIt office and may require additional time or charges.
We will contact you before applying additional charges. If additional charges are not approved, we may limit service to the original approved price, time, scope, or agreed priorities.
Hourly service covers the time purchased and does not guarantee completion of every requested task or area. Additional time may be approved when scheduling permits. Insufficient purchased time alone does not qualify for a full refund or complete re-clean, but legitimate quality or scope concerns will still be reviewed.
A valid credit or debit card is required unless another payment arrangement has been approved in writing.
A full authorization hold for the scheduled amount will be placed on the card approximately 48 hours before service. This is not a completed charge. If authorization fails, service may be delayed or canceled.
The final amount will be charged after service and may include approved additions or fees permitted under this agreement.
If an appointment is canceled or moved, a released authorization hold may take approximately 2 to 5 business days to disappear, depending on the customer’s bank or card issuer.
Because we reserve time specifically for your appointment, late cancellations and rescheduling can prevent us from filling that time and directly affect our cleaners’ anticipated earnings.
The following cancellation and rescheduling fees apply:
Requests must be communicated directly to the 302CleanIt office. Telling a cleaner does not count unless the office confirms the change.
Customers are responsible for providing timely access. If cleaners cannot enter because of a missing key, incorrect code, locked door, active alarm, unresponsive customer, or similar issue, they may be unable to wait because of later appointments. When scheduling permits, cleaners may wait approximately 15 to 30 minutes.
If access is not provided, the appointment will be treated as a same-day cancellation and charged at 100%.
Appointment times are approximate. Arrival may occur up to 30 minutes before or after the scheduled time, and later appointments may have a window of up to one hour. Traffic, weather, parking, earlier appointments, and unexpected conditions may cause delays. We will provide notice of significant delays when reasonably possible.
Customers should review and follow our Preparing for Your Cleaning instructions before service.
Areas blocked by belongings may be cleaned around or skipped. Organizing, decluttering, and putting away personal items are not included unless specifically approved.
Customers must provide running water, working electricity, and a safe indoor temperature during service. Heat or air conditioning must be available when needed to maintain reasonable working conditions. If required utilities are unavailable, service may be limited, rescheduled, or treated as a same-day cancellation.
We clean only reasonably and safely accessible areas. Cleaners do not use tall ladders (no more than 3-step ladders), move heavy furniture or appliances, or climb on counters, furniture, appliances, fixtures, or unstable surfaces.
Items must be safely moved before arrival if cleaning beneath or behind them is requested. Areas that cannot be safely reached may be skipped.
Additional work, price changes, discounts, refunds, and fee waivers must be approved by the 302CleanIt office.
302CleanIt may assign or reassign cleaners based on scheduling, availability, illness, location, emergencies, performance, or other business needs.
We will provide notice when reasonably possible, but the same cleaner is not guaranteed for every appointment.
Unless specifically approved and included in the price, standard cleaning does not include:
Limited wall spot cleaning may be included if agreed beforehand. It does not include washing all walls, trim, doors, or door frames.
Marks, scuffs, stains, handprints, paint transfer, worn paint, and discoloration cannot always be safely removed and may require repainting.
Standard tile cleaning includes normal cleaning of accessible tile and surface-level cleaning of grout. It does not include detailed scrubbing of every grout line, whitening, resealing, recoloring, steam cleaning, or grout restoration unless otherwise agreed and scoped.
Grout is porous and may remain stained, discolored, cracked, worn, or uneven after cleaning.
Unless otherwise agreed before service, move-in and move-out cleaning assumes the property is completely empty and free of furniture, belongings, food, trash, boxes, and debris.
Cabinets, drawers, closets, refrigerators, and other areas being cleaned inside must also be emptied unless otherwise approved.
Remaining items may result in additional charges, a reduced scope, skipped areas, rescheduling, or refusal of service.
Furniture removal, large trash removal, and disposal of abandoned belongings are not included unless separately agreed and priced.
Construction dust, drywall or plaster dust, paint, adhesive, caulk, grout residue, protective film, and construction debris are not included in standard residential, deep, move-in, or move-out cleaning unless specifically included in the approved scope.
Post-construction cleaning assumes active work has ended and contractors have removed tools, materials, and large debris.
Continued construction or conditions substantially different from those described may result in additional charges, a reduced scope, rescheduling, or refusal of service.
Customers must disclose care instructions or restrictions for hardwood, stone, marble, and other specialty surfaces.
Unless informed otherwise, all surfaces (such as wood/marble/granite) are assumed to be properly installed, sealed, and suitable for normal cleaning. 302CleanIt is not responsible for damage caused by unsealed surfaces, worn finishes, improper installation, defective materials, previous chemical damage, water-sensitive materials, or undisclosed care instructions.
Fragile, ornate, loose, or high fixtures are cleaned only when safely accessible. We do not disassemble lighting, fixtures, or electrical components unless specifically agreed.
We may decline to clean items that appear brittle, unstable, improperly installed, or likely to break.
We will make reasonable efforts to accommodate requests for specific products or customer-provided equipment but cannot guarantee every request.
Customer-provided products and equipment must be safe, appropriate, clearly labeled, available, and working. Cleaners may decline to use anything unsafe or unsuitable.
302CleanIt is not responsible for damage caused by customer-provided products or for the maintenance, repair, or ordinary failure of customer-owned equipment. If equipment does not work and no suitable replacement is available, the related task may be skipped.
Cleaning improves appearance and sanitation but cannot repair permanent damage or restore every item to like-new condition.
Cleaning cannot remove permanent stains, discoloration, rust, mineral or hard-water damage, scratches, deteriorated caulk, worn grout, damaged paint, or other aged or damaged finishes.
Older appliances, shower or tub liners, blinds, grout, caulk, and other aged or worn surfaces may not be restorable to like-new condition through cleaning and may require repair, refinishing, or replacement.
302CleanIt is not responsible for pre-existing damage, loose or improperly installed fixtures, defective materials, worn finishes, fragile items, unstable furniture, unsealed surfaces, or undisclosed care instructions.
Customers must secure cash, jewelry, firearms, medication, important documents, collectibles, heirlooms, and other valuable or irreplaceable items before service.
Items that could reasonably be mistaken for trash must also be secured. 302CleanIt is not responsible for unsecured valuables or items reasonably mistaken for trash.
Pets must be secured before and during service unless another arrangement has been approved, even when the customer believes the pet is friendly.
If a pet is loose, disruptive, threatening, or prevents safe service, cleaners may pause, skip areas, or leave. If service cannot be completed, the appointment may be treated as a same-day cancellation.
302CleanIt may pause, refuse, or stop service because of biohazards, infestations, severe mold, unsecured weapons, abusive behavior, unsafe temperatures, missing utilities, structural hazards, dangerous chemicals, active construction, illegal activity, or other unsafe or undisclosed conditions.
If such a condition prevents service, the appointment may be treated as a same-day cancellation.
We may take photos of work areas for quality control, scope verification, customer communication, or cleaner support. Photos will not be used publicly for marketing without permission.
Service concerns must be reported within 24 hours and should include photos whenever possible. Concerns reported later fall outside the satisfaction guarantee.
If the concern involves an approved and reasonably accessible area, 302CleanIt will review it and determine the appropriate resolution.
Depending on the circumstances, we may offer a re-clean of the affected area, partial refund, or account credit. Minor or isolated concerns may be resolved without a return visit.
The guarantee does not apply to permanent stains, damaged materials, inaccessible or cluttered areas, work outside the approved scope, hourly work left incomplete because insufficient time was purchased, or conditions that cannot reasonably be corrected through cleaning.
The guarantee does not provide an automatic right to a full refund. Customers must give 302CleanIt a reasonable opportunity to review or correct a concern before starting a chargeback or payment dispute.
Recurring pricing assumes the property is maintained through regular service.
A Reset Cleaning may be required before recurring pricing resumes when appointments are skipped, postponed, or delayed, including when more than approximately 30 days pass between visits.
302CleanIt may adjust recurring pricing or scope if the property’s condition, occupancy, service needs, or frequency changes.
Any exception is a one-time courtesy and does not change the standard policy.
Hiring, soliciting, or arranging private services with a 302CleanIt cleaner outside of 302CleanIt violates this agreement.
This restriction applies during the customer relationship and for 12 months after the most recent service. The customer agrees to pay 302CleanIt $3,000 for each cleaner hired or solicited in violation. 302CleanIt may also immediately terminate service.
Customers are responsible for keeping their phone number, email address, access instructions, and payment method current.
302CleanIt may refuse, suspend, or terminate service at its discretion.
Any waived fee, discount, extension, or exception applies only to that situation and does not change this agreement or require the same exception in the future.
This agreement, together with the quote, booking confirmation, approved scope, invoice, and documented service changes, represents the agreement between the customer and 302CleanIt.
By booking or receiving service, the customer confirms that they have reviewed and agreed to this Customer Service Agreement.
Commercial services, including office cleaning, common area cleaning, and post-construction or contractor work, may be governed by a separate quote, scope of work, service agreement, proposal, work order, or account terms.
If a separate commercial agreement or approved scope applies, that document will control to the extent it conflicts with this Customer Service Agreement.
Any terms in this Customer Service Agreement that are consistent with the approved commercial scope may still apply unless otherwise agreed in writing.
